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06/10 Kumaravel
Founder, Director & Trustee at Skills Group

Views:4228 Applications:229 Rec. Actions:Recruiter Actions:16

Head - Training - Customer Service (15-20 yrs)

Mumbai Job Code: 264346

Head Training (Customer Service)

We have an Opportunity for : Head Training (Customer Service) based out of Mumbai handling Pan India with a leading MNC Giant.

Please find enclosed a brief of the Job opportunity.

Position : Head Training (Customer Service)

Company : A leading MNC Giant

Location : Mumbai

Qualification : Graduate / MBA

Experience : 15 to 20 yrs

CTC : Open

Direct reportees : Around 150 Training Professionals.

Role purpose :

- To provide functional leadership to the Training function and identify, build, implement and measure ROI for all learning and capability development initiatives for the customer service work group.

- To align all learning outcomes to business and functional objectives of the Organisations Customer Service -namely revenue enhancement and providing best in class customer experience.

- The role will manage learning needs for 20,000 learners across Retail, Outbound, Inbound, Data call centres, back office, retention and relations group etc.

- The role will own a complex team with varied and diverse domain skills (content design, training delivery, Mobile internet expertise, learning automation & knowledge management and analytics across all service channels)

- The role will also functionally lead training heads of all regions pan India via a dotted line and act as a functional client for all partner training heads at outsourced service centres and own training delivery and outcome thereof.

People Capability Strategy & Building :

- Build & deploy People capability strategy for CS/Retail in line with group strategy to develop business centric learning solutions

Vendor Management :

- To manage multiple BPO partners and own training/knowledge delivery through over 150 plus trainer head count at contact centers for over 15000 front line at outsourced centers.

Define Process Flow :

- Create and Institute people processes,knowledge /skilling/assessing systems from hiring to performance to reward & recognition

People & Leadership Development :

- Own and lead a very diverse corporate team with varied and deep domain skills & SME (content design, training delivery, Mobile internet expertise, learning automation & knowledge management) Responsible for hiring and performance evaluation of the team.

- The role will also manage performance & functionally lead training heads of all circles pan India via a dotted line and act as a functional client for all partner training team

Stakeholder Engagement :

- Engage with Regional Heads & all Corp commercial leaders, peers and business heads /CS heads to influence and drive people capability agenda as a key lever to deliver superior customer experience

Core competencies, knowledge and experience / Key Performance Indicators :

- Ensure market leading ranking for the Organisation via world-class customer interactions

- Deliver as per front line training roadmap on all product/knowledge/skill areas

- Customer satisfaction & Getting help metrics above market targets

- Up sell/cross sell revenue at retail and Call centers as per organisation targets

Kumar
CEO

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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